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This research aims to address the need for a more in-depth empirical investigation of exploring the link between the adoption of corporate citizenship (CC) practices and different aspects of customer behavior in a developing country. Also, it develops a research framework and assesses the mediating role of brand image, brand love, brand reputation and brand trust between customer perceptions of CC and customer loyalty.

Working with a sample of 290 private bank customers in Iran, partial least square-based structural equation modeling is used to test the conceptual model.

The findings reveal significant and positive relationships between CC, brand image, love and reputation. Indirectly and in the relationship between CC and customer loyalty, there are significant relationships through the serial roles of image-reputation, image-love and image-trust. Most importantly, the findings add value to the current knowledge by exploring the mediating effect of brand image, love, reputation and trust between CC and customer loyalty. Finally, this study has resulted in an updated prediction model of private banking customer loyalty.

This study makes a unique theoretical contribution to the literature by evaluating and comparing the mediating role of image, love, reputation and brand trust between CC and customer loyalty using the hierarchy of effects model.

Islamic banks (IBs) place significant importance on their religious identity, prompting the utilization of impression management (IM) strategies to emphasize such identity. This paper aims to discuss the motivations behind using IM in the creation of religious identity by IBs, and to explore the use of religious symbols and language as a form of religious rhetoric. It is argued that to counteract the threats to their religious identity, IBs use IM techniques, predominantly through the inclusion of religious symbols and rhetoric.

An empirical exploratory study, using content analysis, was conducted on the annual reports of the largest IBs for the year 2022. The analyses involved a total of 39 banks based on a filtered list from The Banker’s Top Islamic Financial Institutions of 2022. A manual content analysis was undertaken to extract religious symbols, images and contents.

The findings reveal the use of IM techniques that emphasize the religious identity of these banks. Notably, IBs consistently reaffirm their commitment to Sharia compliance and disclose their contributions to Zakah. In addition, the analysis reveals the incorporation of Quranic verses, religious iconographic images and other religious rhetoric statements in the annual reports of many IBs.

The analysis concludes that the assertion by IBs that their guiding principles are rooted in Islamic values are supported by the religious terminology and imagery embedded in their annual reports. Alongside mere religious symbolism, the terms and images are integral part of the corporate identity of the Islamic that not only sends persuasive signals to stakeholders but also help build an impression on the activities of the IBs.

IM has been a key objective and strategy of companies. This study aimed at exploring whether and how IBs used religious symbolism as an integral part of IM and corporate identity.

This study aims to test the empirical Islamic bank customer loyalty model with the perspective of mosques as customers.

The type of research used is quantitative to collect data from mosque customers; 93 questionnaires were analyzed using partial least square-structural equation modeling.

This research found a significant relationship between service quality and perceived value, service quality and brand image, perceived value and customer satisfaction, brand image and customer loyalty and customer satisfaction with brand image.

First, this study only collects data from certain organizations or communities so that further research can develop the model by adding several other communities or organizations. Second, this research does not include several other important variables that influence customer loyalty, such as product innovation and company capabilities.

Islamic bank customer loyalty models have been widely explored from the perspective of individual customers only. This research offers new attributes that influence customer loyalty models in the context of organizations or communities, namely, mosques.

The concept of banking reputation has gained significant attention due to its relevance in the banking industry. A strong reputation has become crucial for a bank’s success, as it affects trust, credibility and stakeholders' perceptions. However, understanding and managing reputation in the banking sector involves several challenges. This study aims to analyze the field of banking reputation research through bibliometric analysis.

It explores the evolution of research in this area, identifies key journals, articles and authors, examines the main research streams, and identifies research fronts and opportunities for future advancement.

The findings reveal that banking reputation research has evolved over time, with multiple perspectives and viewpoints. Key journals and authors in the field are identified, and leading research streams are highlighted. The study also uncovers the conceptual and intellectual structure of the research domain, providing insights into the complex and multidimensional nature of banking reputation. Furthermore, the study emphasizes the importance of corporate social responsibility, sustainability practices and gender diversity in shaping a bank’s reputation. These factors play a significant role in attracting and retaining customers, accessing financial markets and securing funding.

The results contribute to the existing body of knowledge and provide researchers and practitioners with valuable insights for further exploration.

The paper concludes by outlining potential avenues for future research in the field of banking reputation.

The rapid global use of Financial Technology (FinTech), an innovative and advanced technology, is leading to the replacement of traditional financial services. Despite this, consumers in the United Arab Emirates are still not accepting FinTech services as anticipated. This study aims to investigate the barriers preventing consumers from using FinTech services in the banking industry based on the technology-organisation-environment (TOE) framework and anchored by the unified theory of acceptance and use of technology (UTAUT).

The current study used an exploratory sequential mixed-method design. A purposive sample was used to conduct preliminary semi-structured interviews with ten banking practitioners. These interviews aimed to explore the obstacles that hinder consumers from adopting FinTech services. To provide further empirical validation, the conceptual model has been systematically examined through a quantitative cross-sectional online survey encompassing a sample of 332 bank customers.

The qualitative investigation highlighted six new barriers to the usage of FinTech based on TOE’s model attributes. Through quantitative data analysis, the preliminary qualitative findings were primarily verified. It was discovered that self-efficacy, electronic word-of-mouth, system quality and bank image substantially influence consumers to use FinTech services, in addition to performance expectancy and facilitating conditions. Meanwhile, IT features and governmental support were found to have insignificant effects. Yet, government support was found to have a positive moderating role in strengthening social influence and system quality towards customer use of FinTech. Thus, the research supports the UTAUT and TOE models’ fitness for explaining FinTech usage with high predictive relevance.

This study is the authors’ pioneering effort to propose a comprehensive research framework that integrates the UTAUT and TOE models to tackle the limited adoption of FinTech services among consumers. Moreover, the study specifically examined the moderating influence of government support to propose an integrated model. Remarkably, this study is one of the initial attempts to investigate the adoption of FinTech using a mixed-methodology approach by incorporating quantitative and qualitative methods within a single inquiry to yield more comprehensive and insightful findings than research that relies on a single method.

The research aims to identify changes in the banking system of the Kyrgyz Republic, as well as the application of green banking and its promotion as an innovative benchmark. To conceptually understand the problem, the authors applied abstract-logical methods of comparison and generalizations to study and comprehend the current results of scientific research by scientists from around the world. The authors analyzed the time series of development indicators of the banking sector for 2017–2022. The information base was statistical information provided by the National Bank of the Kyrgyz Republic. The banking system of the Kyrgyz Republic is developing progressively positively, in which green principles are beginning to be used to support green initiatives. For green banking to fully function, it is necessary to create an efficient and secure payment system that would help stimulate environmentally responsible financial transactions. For this purpose, the use of advanced technologies (e.g., blockchain technologies) will contribute to the modernization of the payment system. The high degree of dollarization of the banking sector helps attract foreign investment and makes it possible to develop foreign capital, which reduces the independence of the banking sector and hinders the free choice and implementation of priority green projects. Currently, there is a trend of de-dollarization, which poses new challenges for the banking sector to find compromises with foreign partners.

The purpose of this study to explore the perception, satisfaction, awareness and attitude levels of clients towards Islamic banking in Oman. By recognizing the elements affecting client affiliation with Islamic banks, this examination means to give important experiences to further developing client commitment and fulfilment in the Islamic financial area.

This study embraces a quantitative methodology, using SPSS@28 programming for information investigation. Information was gathered through studies directed to clients of Islamic banks in Oman. Exploratory factory analysis (EFA) was led to distinguish key variables impacting client affiliation, and dependability examination was performed using Cronbach’s alpha.

The discoveries uncover that perception arises as the main variable impacting client connection with Islamic banks in Oman, followed intently by satisfaction and awareness. Notwithstanding, the attitude factor displayed lower unwavering quality. Factual tests affirm the vigor of the noticed patterns, featuring the significance of perception, satisfaction and awareness in driving client commitment with Islamic financial establishments.

This study is dependent upon specific constraints, as it centres exclusively around clients’ viewpoints and does not consider the perspectives of non-clients or partners in the Islamic financial industry. Future exploration could investigate these viewpoints to give a more complete comprehension of the variables impacting client connection with Islamic banks in Oman.

The discoveries of this study have commonsense ramifications for Islamic financial foundations in Oman. By understanding the elements impacting client alliance, banks can foster designated methodologies to improve client commitment, fulfilment and steadfastness. This might include further developing correspondence endeavours, improving assistance quality and tending to client concerns to encourage a positive financial encounter.

This study adds to the current writing by giving experimental experiences into the discernments, mentalities, mindfulness and fulfilment levels of clients towards Islamic banking in Oman. The recognizable proof of key elements impacting client affiliation with Islamic banks offers important direction for banking foundations trying to reinforce their associations with clients and work on general execution in the Islamic financial area.

Growing concern over sustainability adoption has presented an array of challenges to businesses. While vital to an economy's success, banking is not immune to societal, environmental and economic consequences of business practices. The study has examined the sustainable performance of banking institutions on the suggested multidimensional framework comprising economic, environmental, social, governance and financial dimensions and 52 sustainability indicators. The study benchmarks the significant performance indicators of leading banks indispensable to sustainable banking performance. The findings attempt to address research questions concerning the extent of sustainable banking performance, ranking the sustainability dimensions and indicators and standardizing sustainability adoption metrics.

To determine the responsiveness of the banking industry to sustainability dimensions, content analysis was conducted using NVivo software for the year 2021–2022. Furthermore, a hybrid multicriteria decision-making (MCDM) approach is used by integrating entropy, the technique for order preference by similarity to ideal solution (TOPSIS) and VlseKriterijumska Optimizacija KOmpromisno Resenje (VIKOR) to provide relative weights to performance indicators and prioritize banks based on their sustainable performance. Sensitivity analysis is used to ensure the robustness of results.

In the context of the Indian banking industry, the pattern of sustainability reporting is inconsistent and concentrated on addressing environmental and social concerns. The results of the entropy methodology prioritized “Environmental” sustainability over other selected dimensions while “Financial” dimension has been assigned the least priority in the ranking order. The significant sustainable performance indicators delineated in this study should be used as standards to ensure the accountability and credibility of the sustainable banking industry. Additionally, the research findings will provide valuable inputs to policymakers and regulators to assure better contribution of the banking sector in meeting sustainability goals.

Considering the paucity of studies on sustainable banking performance, this study makes two significant contributions to the literature. First, the suggested multidimensional disclosure model integrating financial and nonfinancial indicators would facilitate banking institutions in addressing the five aspects of sustainability. As one of the first studies in the context of the Indian banking industry, the findings would pave the way for better diffusion of sustainability practices. Second, the inclusion of MCDM techniques prioritizes the significance of sustainability indicators and benchmarks the performance of leading banks to achieve better profits and more substantial growth.

This study strives to better understand resistance to chatbots in the banking sector. To achieve this, it proposes a model based on the paradigm of resistance to innovation and the complexity theory. In addition, it explores the role of gender in relation to chatbot resistance.

Data are collected in France using a snowball sampling technique. The sample is composed of 385 participants. FsQCA is used to identify all possible combinations of usage, value, risk, tradition and image barriers, as well as two gender conditions that predict resistance to chatbots.

The results reveal that the sample provides four possible solutions/combinations that may explain resistance to chatbots. These are: (i) a combination of usage, value, risk and tradition barriers, (ii) a combination of value, risk, tradition and image barriers, (iii) a combination of usage, value, risk and image barriers, along with the male gender and (iv) a combination of usage, value, tradition and image barriers, along with the female gender.

This study provides valuable and straightforward theoretical and managerial implications. The proposed solutions suggest a deep understanding of chatbot resistance. Chatbot developers and marketers can highly benefit from these findings to enhance user acceptance.

In this study, barriers are envisioned within the larger context of innovation resistance. The interactions among barriers causing resistance to chatbots are examined through the lens of the complexity theory, while the data analysis employs the fsQCA approach. Furthermore, this study sheds light on the role of gender in explaining chatbot resistance in the banking sector.

The study explores the dynamics among communal-brand connections, corporate reputation, customer satisfaction and their collective influence on service loyalty within the retail customer segment of commercial banks.

Hypotheses are proposed for a parallel and serial-mediated model, in which corporate reputation and customer satisfaction mediate the influence of communal-brand connections on service loyalty. Data are collected from a sample of retail customers of commercial banks in a European country.

Findings indicate that individuals who perceive a strong affiliation with a brand that emphasises community engagement are more likely to demonstrate loyalty to that brand. Results highlight the need for managers allocate resources to cultivate community initiatives that foster communal-brand connection in their drive to improve service loyalty.

A non-representative sample was collected, with a focus on a limited set of variables and employing a unidimensional measure of service loyalty. Additionally, the significance of communal-brand connection may vary across brands, warranting replication studies among smaller banks.

Recognition of communal-brand connection as an important driver of customer loyalty suggests that customers are motivated by intrinsic positioning factors related to the community. As part of their positioning, commercial banks can leverage their marketing and communication efforts to foster community development, thereby enhancing customer identification, connection and narratives that foster belongingness among customers.

The model of direct and mediated model of communal-brand connection on service loyalty has not been previously explored. Moreover, the research is conducted among retail bank customers that representing a context seldom considered in the domain of brand communities.